|
0:00:13
|
Ok, so we're back and we see that I have -- hopefully
|
|
0:00:17
|
you guys all see that I've created a auto attendant
|
|
0:00:20
|
menu structure here.
|
|
0:00:24
|
And we're going to use beginning with the existing
|
|
0:00:29
|
system call handler opening greeting. We’re going to
|
|
0:00:33
|
create a series of system call handlers.
|
|
0:00:36
|
And we could even label these if we wanted to
|
|
0:00:41
|
keep in mind what it is we're creating here.
|
|
0:00:43
|
We could even label them underscore system call handler.
|
|
0:00:47
|
Or just system handler or just call handler.
|
|
0:00:53
|
So I'm just going to label these consumer sales
|
|
0:00:55
|
system call handler, I could put underscores between them if I wanted to
|
|
0:01:01
|
keep my naming conventions, that' s fine.
|
|
0:01:04
|
But the reason I'm putting them on here is for your
|
|
0:01:08
|
edification to know that each of these different entities
|
|
0:01:13
|
is effectively a system call handler.
|
|
0:01:16
|
Now this isn't.
|
|
0:01:17
|
This is actually a greeting within the above system call handler.
|
|
0:01:29
|
And realistically we would have separate greetings and if I was
|
|
0:01:35
|
creating this for a customer, I would probably do it in
|
|
0:01:39
|
VISIO or some sort of flow charting application
|
|
0:01:45
|
where they could see it and comment, edit
|
|
0:01:47
|
whatever and I would have a little bit of the script
|
|
0:01:52
|
of what we would say or have recorded for each
|
|
0:01:56
|
greeting at each level,
|
|
0:02:01
|
each menu prompt if you want.
|
|
0:02:03
|
Of course we could do all of this in UCCX depending on how
|
|
0:02:07
|
well we know UCCX versus Unity Connection
|
|
0:02:11
|
just as easily, if not, maybe easier.
|
|
0:02:14
|
There certainly -- it really just depends on which you know better and
|
|
0:02:20
|
which you're more comfortable with, but there's certainly the
|
|
0:02:23
|
reality that with UCCX or Unified Contact Center Express
|
|
0:02:28
|
scripting, I can just drag and drop elements very quickly
|
|
0:02:31
|
versus in Unity Connection, I'd have to go create all these
|
|
0:02:36
|
and wait on web pages to load, so again, it's just
|
|
0:02:39
|
really up to how you're more comfortable doing something
|
|
0:02:43
|
to meet a given requirement unless you were told to use
|
|
0:02:46
|
a specific server.
|
|
0:02:49
|
Ok, so this is a system call handler as is this.
|
|
0:02:53
|
So here we go. The opening greeting or the main the root of
|
|
0:02:56
|
the auto attendant.
|
|
0:03:01
|
As I mentioned earlier, this whole thing would be
|
|
0:03:03
|
considered audio text.
|
|
0:03:06
|
It's going to probably play a greeting saying something
|
|
0:03:08
|
like 'Welcome to this particular company. For consumer sales, press 1'
|
|
0:03:17
|
'For consumer support, press 2'
|
|
0:03:21
|
'For professional sales, press 3'
|
|
0:03:23
|
'And for professional support, press 4'
|
|
0:03:27
|
If someone presses consumer sales, maybe we want it to
|
|
0:03:32
|
immediately...
|
|
0:03:37
|
oops
|
|
0:03:38
|
Maybe we want it to immediately -- let's
|
|
0:03:42
|
grab this.
|
|
0:03:50
|
We want it to immediately transfer them to sales hunt group
|
|
0:03:58
|
or hunt pilot.
|
|
0:04:00
|
And for this situation since I don't want to go set up
|
|
0:04:03
|
a bunch of hunt groups and pilots as I of course
|
|
0:04:06
|
would in a real implementation. Maybe we'll just say that 1001
|
|
0:04:12
|
is the sales hunt group.
|
|
0:04:16
|
If they press 2 for consumer support, then they're taken to
|
|
0:04:21
|
a sub menu, so what is that? The greeting
|
|
0:04:24
|
for consumer support, so up here when they pressed 1
|
|
0:04:28
|
from the main system call handler or the main greeting
|
|
0:04:33
|
it forwarded them or sent them to the consumer sales
|
|
0:04:37
|
system call handler which went to attempt transfer and
|
|
0:04:42
|
automatically transferred to 1001 so there is no greeting that we
|
|
0:04:45
|
recorded here.
|
|
0:04:52
|
However...
|
|
0:05:01
|
However, when they went to...
|
|
0:05:08
|
When they went to press 2 for consumer support
|
|
0:05:11
|
it took them to a system call handler that we did
|
|
0:05:14
|
not attempt transfer for, but we instead said
|
|
0:05:17
|
send to greeting for this consumer support system call handler.
|
|
0:05:22
|
And the greeting was press 1, press 2 etc.
|
|
0:05:29
|
Press 1 for support on widgets. Press 2 for support
|
|
0:05:32
|
on wodgets.
|
|
0:05:34
|
And then as you might imagine, if they press support for 1
|
|
0:05:43
|
and I actually need to bump this out another
|
|
0:05:45
|
level here.
|
|
0:06:01
|
Then it transferred them to sales.
|
|
0:06:05
|
I'm sorry, it transferred them to the widgets
|
|
0:06:14
|
hunt group.
|
|
0:06:16
|
Widget support hunt group.
|
|
0:06:19
|
Let's say that's 1002
|
|
0:06:25
|
Ok, same thing with wodgets it's going to send them somewhere
|
|
0:06:29
|
wherever.
|
|
0:06:30
|
So when they press 1, we attempt transfer for
|
|
0:06:35
|
widgets which sends them to 1002, press 2 maybe it sends
|
|
0:06:39
|
them to Xfer to 2001 etc.
|
|
0:06:48
|
Professional sales here they actually get transferred
|
|
0:06:53
|
to -- oh, I don't know
|
|
0:06:55
|
somewhere.
|
|
0:06:58
|
We can just make anything up. At some point it
|
|
0:07:00
|
doesn't matter because we're just repeating ourselves
|
|
0:07:02
|
and showing how the functionality works
|
|
0:07:07
|
maybe if they pressed professional support, we want them to
|
|
0:07:11
|
enter their customer ID, so this is actually the greeting
|
|
0:07:13
|
for that above. It says, 'Please enter your customer ID'
|
|
0:07:18
|
And then how do we authenticate the customer ID?
|
|
0:07:20
|
The customer ID is just an extension of something
|
|
0:07:25
|
that exists. Maybe we only have one customer ID or
|
|
0:07:29
|
maybe that's a bad example.
|
|
0:07:31
|
Enter professional product ID
|
|
0:07:39
|
and then the professional product ID
|
|
0:07:47
|
for widgets
|
|
0:07:50
|
is 555 for instance.
|
|
0:07:58
|
And the professional product ID for wodgets is 756
|
|
0:08:11
|
or 755, that's fine.
|
|
0:08:14
|
And that's actually their extension. That's actually
|
|
0:08:18
|
this system call handler's extension so the only way
|
|
0:08:21
|
to get there is to know the professional product ID
|
|
0:08:24
|
which is the extension and once you enter that,
|
|
0:08:27
|
it attempts transfer for a specific hunt group or maybe one person
|
|
0:08:30
|
that deals or one team that deals with that product, but you
|
|
0:08:34
|
only were able to get there because you knew the product
|
|
0:08:37
|
ID and that equaled that system handler extension.
|
|
0:08:41
|
Ok, so these are the ways that we can create our
|
|
0:08:46
|
our attendant, auto attendant tree.
|
|
0:08:51
|
So we're going to go through and we're going to
|
|
0:08:57
|
create this auto attendant tree now in Unity Connection.
|
|
0:09:06
|
So let's go over to our Unity Connection window
|
|
0:09:12
|
and let's log on.
|
|
0:09:17
|
And we're going to begin by creating all of these
|
|
0:09:20
|
particular entities.
|
|
0:09:22
|
So let's create our...
|
|
0:09:30
|
our pro wodgets.
|
|
0:09:36
|
Where are they? Here we go. System call handler.
|
|
0:09:40
|
And just like we had user templates, if there's
|
|
0:09:43
|
something specific that we want to be in every call handler
|
|
0:09:46
|
we would modify or create a copy of the default system
|
|
0:09:51
|
call handler template and it would be applied when
|
|
0:09:54
|
we're adding a system call handler.
|
|
0:09:58
|
So let's call this one pro wodgets support.
|
|
0:10:03
|
And the extension is the product ID which is 755
|
|
0:10:13
|
And I'm going to add a new
|
|
0:10:16
|
one which is pro widgets
|
|
0:10:22
|
support.
|
|
0:10:24
|
Extension what did we say? 555
|
|
0:10:30
|
And we can -- it had already a directory handler with that.
|
|
0:10:36
|
Ok, so we have to go over to directory handlers.
|
|
0:10:40
|
Directory handlers are the entities that allow us to dial
|
|
0:10:42
|
directories, so if we want to list all the users in a
|
|
0:10:47
|
directory and it has the default extension of 555
|
|
0:10:50
|
no problem, I'll just change it to something.
|
|
0:10:53
|
Really anything.
|
|
0:10:58
|
Go back and I've got my pro wodgets, I'll add new for
|
|
0:11:04
|
pro widgets support.
|
|
0:11:08
|
555
|
|
0:11:16
|
and I'm going to add a new one for professional support.
|
|
0:11:26
|
No extension for right now.
|
|
0:11:30
|
All we're doing is going through and creating all
|
|
0:11:31
|
of the entities, the framework that we need.
|
|
0:11:37
|
Professional sales
|
|
0:11:39
|
in order to set up our full auto attendant.
|
|
0:11:46
|
I could call this one consumer.
|
|
0:11:54
|
So consumer wodgets.
|
|
0:12:02
|
And this is actually support maybe I'd want to label it that
|
|
0:12:20
|
so that I don't get confused when I call on them later.
|
|
0:12:28
|
And so I'll create consumer widgets support.
|
|
0:12:34
|
Create another one for consumer support in general.
|
|
0:12:44
|
Create another one for consumer sales and that should be
|
|
0:12:46
|
all I need to create because the opening greeting is already there.
|
|
0:12:52
|
So now I'll go back to search call handlers.
|
|
0:12:56
|
And now I see I've got all of the system call handlers
|
|
0:12:59
|
that I need as the framework to support my auto attendant tree.
|
|
0:13:06
|
And I went ahead and assigned the extension
|
|
0:13:10
|
which is essentially the same as my pro support
|
|
0:13:14
|
widgets' and wodgets' pro product IDs
|
|
0:13:18
|
so that only certain people that know those product IDs
|
|
0:13:21
|
therefore probably are professionals. I suppose maybe
|
|
0:13:24
|
not, maybe you got wind of something
|
|
0:13:27
|
can get to those attendant tree substructures.
|
|
0:13:33
|
So now we'll go to our root which is the opening greeting.
|
|
0:13:37
|
So the opening greeting by default, users are going
|
|
0:13:43
|
to be transferred here. Let's just look at the
|
|
0:13:46
|
transfer rules. Let's unclick save
|
|
0:13:49
|
or untick the closed transfer and say save.
|
|
0:13:54
|
Let's go to standard and by default, it transfers to greetings.
|
|
0:13:59
|
Now if you're concerned with the time of day
|
|
0:14:05
|
being an issue, then just enable the alternate
|
|
0:14:11
|
make sure it goes to where you want and make sure it's
|
|
0:14:13
|
enabled with no end date and time.
|
|
0:14:16
|
See an alternate rule can be enabled until a certain time.
|
|
0:14:19
|
This is useful for holiday or vacation schedules.
|
|
0:14:22
|
Your own personal I should say.
|
|
0:14:26
|
Ok, so if we get to the transfer rule
|
|
0:14:31
|
alternate will always take effect, it's always enabled
|
|
0:14:34
|
no end. It will always go to the greeting.
|
|
0:14:38
|
The greeting for -- let's just go ahead and do enable
|
|
0:14:43
|
alternate as well. Alternate will now take effect.
|
|
0:14:46
|
No end date and time and we will play a personal
|
|
0:14:51
|
greeting, not record your message at the tone prompt,
|
|
0:14:56
|
but we will record a personal greeting and here's where we do
|
|
0:15:00
|
this recording
|
|
0:15:03
|
and we can press play record
|
|
0:15:06
|
and it will open up an applet, a Java applet
|
|
0:15:18
|
which said do we want to accept the certificate. We do
|
|
0:15:20
|
we want to trust that.
|
|
0:15:26
|
And this will allow us -- this opens up what's called
|
|
0:15:31
|
trap or tool for recording an audio processing.
|
|
0:15:34
|
And here we can say use the computer or use a phone
|
|
0:15:38
|
for playback and for record.
|
|
0:15:41
|
The options playback and recording options.
|
|
0:15:51
|
And it may have opened something behind.
|
|
0:15:55
|
Java applets have a tendency to do that.
|
|
0:15:58
|
There we go.
|
|
0:16:00
|
Playback and recording settings. Use the phone
|
|
0:16:03
|
the primary extension and we can tell it to go to
|
|
0:16:07
|
another number just for the recording 1001
|
|
0:16:12
|
say Ok,
|
|
0:16:17
|
and if we press record
|
|
0:16:20
|
allow
|
|
0:16:25
|
If I have all my Java settings set right and you can be sure
|
|
0:16:29
|
that on the real exam, the actual candidate
|
|
0:16:35
|
desktop will already be set up for you properly and we can
|
|
0:16:38
|
answer this call -- whoops, I answered it too late.
|
|
0:16:43
|
Phone not answering, press record again.
|
|
0:16:51
|
And we won't do this for every single greeting.
|
|
0:16:56
|
Here we'll answer.
|
|
0:17:00
|
Welcome to XYZ company, I didn't come up with a company name.
|
|
0:17:06
|
For consumer sales, press 1
|
|
0:17:09
|
For consumer support, press 2
|
|
0:17:12
|
For professional sales, press 3
|
|
0:17:14
|
and for professional support, press 4
|
|
0:17:17
|
You may dial an extension at any time.
|
|
0:17:25
|
Ok, so it recorded that or at least it should have.
|
|
0:17:28
|
If I play
|
|
0:17:34
|
and the recording we can see is not that great
|
|
0:17:37
|
it did record it, but I'm not using a handset as I should have
|
|
0:17:41
|
been, I just am using speakerphone because I don't have any of my handsets
|
|
0:17:45
|
connected, but the point is is that it go the job done.
|
|
0:17:49
|
You can record messages in the exam. In fact, you
|
|
0:17:55
|
can also use this in order to create just a recording
|
|
0:17:59
|
of your voice in general and then save the recording as
|
|
0:18:03
|
and download it to your candidate workstation
|
|
0:18:06
|
and use that for whatever else you might need
|
|
0:18:08
|
whether it's a wave file on CUCM or a version of a
|
|
0:18:15
|
music on hold file, so maybe some sort of sales pitch
|
|
0:18:17
|
for -- instead of a traditional music for music on hold,
|
|
0:18:21
|
or BACD prompt, whatever it is you might need it for.
|
|
0:18:24
|
You can use this, you can use Unity Express, you could
|
|
0:18:27
|
use UCCX.
|
|
0:18:29
|
Ok, so we've done that. We pressed save.
|
|
0:18:35
|
Alternate greeting's enabled so it will always take effect.
|
|
0:18:38
|
And now we're going to go to caller input.
|
|
0:18:41
|
Actually, let's go back to greetings.
|
|
0:18:44
|
Go back to alternate and just make sure that
|
|
0:18:47
|
we did not ignore caller input so that is we will allow it.
|
|
0:18:52
|
Now the after greeting action should hopefully never be reached.
|
|
0:18:56
|
If it did, what we could say is basically if the after greeting
|
|
0:19:01
|
action were to be reached, what that would mean was
|
|
0:19:05
|
that -- where is this Java applet that keeps causing me
|
|
0:19:11
|
some issues?
|
|
0:19:18
|
Well, it's actually not causing me any issues, but my switching
|
|
0:19:22
|
back and forth so it should be ok.
|
|
0:19:25
|
If this end of the opening greeting were to be reached
|
|
0:19:29
|
the after greeting action, what that means is that the
|
|
0:19:32
|
user did not press something in time. They did not press
|
|
0:19:35
|
caller input of DTMF 1, 2, 3 or 4
|
|
0:19:40
|
So what we want to do is maybe just loop them
|
|
0:19:47
|
back or restart greeting. We used to have to
|
|
0:19:50
|
say go to the call handler, go directly to greeting
|
|
0:19:55
|
for opening greeting. That would do the
|
|
0:19:59
|
same action as call action restart greeting.
|
|
0:20:02
|
So it basically is just going to loop through the greeting
|
|
0:20:05
|
every single time.
|
|
0:20:09
|
And we also can re-prompt a caller if they're -- are you
|
|
0:20:13
|
still there, but this would just restart the greeting.
|
|
0:20:15
|
So not a bad idea, so let's save that.
|
|
0:20:18
|
And then let's go to caller input for this
|
|
0:20:22
|
primary greeting, so we're going to go ahead and
|
|
0:20:25
|
lock all of the additional keys.
|
|
0:20:34
|
Now, maybe we wouldn't be told to for every hopefully
|
|
0:20:37
|
in a lab nothing this complex or I shouldn't say complex, but
|
|
0:20:41
|
just long, but we might be given like one or two or three
|
|
0:20:44
|
levels, just three different issues or three different system
|
|
0:20:49
|
call handlers, but we might be told at the primary level
|
|
0:20:52
|
if a user presses anything other than 1, 2, 3 or 4
|
|
0:20:55
|
to ignore their settings.
|
|
0:21:00
|
And if we -- or to do something specific like
|
|
0:21:04
|
start the greeting over. Now if they press something
|
|
0:21:08
|
that has been locked, so like for instance they
|
|
0:21:12
|
pressed caller input of 8 or 9
|
|
0:21:17
|
or anything 1, 2, 3 or 4 that is locked
|
|
0:21:22
|
that will send them as we mentioned earlier to the
|
|
0:21:24
|
error greeting, so what is the after greeting action
|
|
0:21:28
|
first of all, we don't want to play anything for system
|
|
0:21:31
|
default greeting. Maybe we do, maybe it wants to say
|
|
0:21:34
|
I can't remember exactly what it says, but I think it says something
|
|
0:21:36
|
like 'invalid selection'
|
|
0:21:38
|
'Try again.'
|
|
0:21:40
|
So maybe we want to say nothing and maybe we
|
|
0:21:45
|
want to just restart the greeting. I think it does say that --
|
|
0:21:48
|
'Invalid selection. Try again.' and then the call action by default
|
|
0:21:51
|
is restart greeting, so we won't change that.
|
|
0:21:55
|
So let's go back to caller input and we're going to lock 7
|
|
0:22:02
|
We're going to go back to caller input and here's the
|
|
0:22:05
|
hierarchy of where we're at so that we can jump back
|
|
0:22:08
|
real quick. Go back and lock 6
|
|
0:22:12
|
DTMF 6
|
|
0:22:14
|
caller input
|
|
0:22:16
|
lock 5 and this should be the last one that we need to lock.
|
|
0:22:21
|
Go back to caller input and now we're going to go to
|
|
0:22:24
|
DTMF 1
|
|
0:22:27
|
and say that we are going to transfer them to consumer
|
|
0:22:35
|
sales and consumer sales has no greeting, but we're going
|
|
0:22:41
|
to transfer them to 1001
|
|
0:22:43
|
so right now if we send them attempt transfer to consumer
|
|
0:22:48
|
sales, it simply attempts transfer. We need to go back to system call
|
|
0:22:52
|
handler and we would probably do this later, but I'm just going to
|
|
0:22:56
|
follow this one tangent to begin with and say for
|
|
0:23:00
|
the transfer rules for consumer sales, alternate is enabled
|
|
0:23:05
|
always takes effect and always transfer to the extension
|
|
0:23:09
|
of what did we say? 1001
|
|
0:23:12
|
Release to switch.
|
|
0:23:14
|
And maybe we wanted to say please wait while I transfer
|
|
0:23:17
|
your call, probably do. If we don't do a release
|
|
0:23:20
|
to switch for the transfer type, if we do something like supervise
|
|
0:23:24
|
transfer, then these call screening options become
|
|
0:23:26
|
available like tell me when the call's connected.
|
|
0:23:30
|
Tell me who the call is for. This will prompt the calling party
|
|
0:23:33
|
for their name. Ask me if I want to take the call. The called party
|
|
0:23:40
|
so 1001 would actually be asked screen to call
|
|
0:23:44
|
do you want to accept the call? So ask for the caller's name
|
|
0:23:47
|
tell me who it's for. By the way, these options become
|
|
0:23:50
|
really obnoxious when used in real life. They're typically not
|
|
0:23:54
|
too welcomed in applied consulting.
|
|
0:24:02
|
They sound great in theory, but most people don't like them
|
|
0:24:05
|
because the calling parties really get annoyed.
|
|
0:24:08
|
But that's with the supervised transfer we do have the options
|
|
0:24:12
|
of doing some of that stuff. It does work really well if I wanted to maybe
|
|
0:24:16
|
announce a calling party into a conference. Maybe a
|
|
0:24:19
|
meet-me conference that's already established.
|
|
0:24:21
|
I can ask for the caller's name and tell me who the call is for.
|
|
0:24:26
|
And then this can be a useful tool to announce a party into
|
|
0:24:30
|
a conference when I don't have something like meeting place express
|
|
0:24:33
|
which you don't in the lab.
|
|
0:24:35
|
Here I'm just going to release to switch and say save.
|
|
0:24:38
|
So I just gave you a real quick example at least
|
|
0:24:42
|
verbal even not through the full applied
|
|
0:24:46
|
of how you could create some sort of a conference announcement
|
|
0:24:53
|
of the exact person who was entering and hey, if you use
|
|
0:24:57
|
extensions as passwords and conference IDs, you could
|
|
0:25:02
|
even create this sort of a tree where somebody
|
|
0:25:05
|
dials the number of the conference which you happen to have isolated
|
|
0:25:10
|
through calling search spaces and partitions, the greeting then
|
|
0:25:15
|
says, 'Enter the conference ID' which is the next system call
|
|
0:25:19
|
handler extension that next system call handler extension
|
|
0:25:22
|
when you get to it because you entered the proper conference
|
|
0:25:25
|
ID it says, 'Enter the password' which sends you to the next
|
|
0:25:28
|
system call handler and of course that next system call
|
|
0:25:32
|
handler's extension is the password and then the next system call handler
|
|
0:25:37
|
does a transfer type supervise ask for the caller's name and then
|
|
0:25:42
|
tell me or tell the called party which is the actual conference
|
|
0:25:49
|
meet-me conference DN and of course the Voice mail pilot
|
|
0:25:55
|
has a CSS to reach the proper meet-me DN whereas the other
|
|
0:25:58
|
users did not, they had a CSS and therefore partition
|
|
0:26:04
|
that met the same number, but a different partition so
|
|
0:26:08
|
it was actually a different DN, it wasn't that meet-me DN
|
|
0:26:11
|
per se, it was just a DN that forwarded into Unity Connection
|
|
0:26:16
|
and then it announces that calling party to the
|
|
0:26:19
|
conference, so these are just examples of types of
|
|
0:26:24
|
things that could be asked of you and you use Unity
|
|
0:26:27
|
Connection as a tool even though you weren't instructed to
|
|
0:26:30
|
use it to accomplish the desired outcome.
|
|
0:26:36
|
Ok, so we're here on...
|
|
0:26:42
|
We were here on the consumer sales
|
|
0:26:47
|
system hunt group. We switched over there to make sure transfer goes
|
|
0:26:49
|
to 1001
|
|
0:26:52
|
So we're going to go back to our opening greeting.
|
|
0:26:54
|
And back to caller input.
|
|
0:26:59
|
And this sends the caller to consumer sales.
|
|
0:27:02
|
We're going to go to DTMF 2
|
|
0:27:04
|
and send to the system call handler of support.
|
|
0:27:09
|
But we want a greeting to be played so we want to
|
|
0:27:11
|
go directly to greetings
|
|
0:27:14
|
for consumer support.
|
|
0:27:18
|
Go back to caller input.
|
|
0:27:20
|
We now want DTMF 3
|
|
0:27:23
|
to go to the system call handler of professional sales.
|
|
0:27:32
|
And this is actually going to do a direct transfer
|
|
0:27:35
|
so we'll leave attempt transfer.
|
|
0:27:40
|
And then we're going to go back and finally say
|
|
0:27:42
|
DTMF 4
|
|
0:27:45
|
We'll send to the system call handler for professional
|
|
0:27:50
|
support.
|
|
0:27:54
|
And we want the greeting to be played because it's
|
|
0:27:58
|
going to say, 'Enter the pro product ID'
|
|
0:28:00
|
So go directly to greetings.
|
|
0:28:04
|
And now we're done with this top level. Ok, we're done
|
|
0:28:09
|
with this vertical top level caller input for opening greeting.
|
|
0:28:14
|
Again, in the real lab you won't be asked to do anything quite
|
|
0:28:17
|
this involved. It's not really difficult, but just involved.
|
|
0:28:22
|
Ok, so let's go back to our system call handlers.
|
|
0:28:25
|
And we need to -- we've already programmed consumer
|
|
0:28:28
|
sales to transfer. We need to program consumer support.
|
|
0:28:34
|
So consumer support let's just say that it's greeting.
|
|
0:28:39
|
Whatever it says is fine.
|
|
0:28:41
|
We don't care ultimately -- I mean we would record a
|
|
0:28:45
|
message, but ultimately we want them to be able to press 1 or 2
|
|
0:28:50
|
1 goes to consumer widget support
|
|
0:28:58
|
and option DTMF option 2
|
|
0:29:02
|
goes to consumer wodget support.
|
|
0:29:07
|
Now, we would also go to consumer widgets
|
|
0:29:10
|
and wodgets and I guess we could do that real quick.
|
|
0:29:15
|
So let's go out here to consumer widget support.
|
|
0:29:19
|
Say edit transfer rules.
|
|
0:29:21
|
Alternate is enabled.
|
|
0:29:25
|
We will transfer to what? 1002
|
|
0:29:31
|
Release to switch.
|
|
0:29:33
|
And the system call handler for consumer wodget support.
|
|
0:29:38
|
Edit> Transfer Rules
|
|
0:29:41
|
alternate is saved enabled.
|
|
0:29:44
|
And we'll transfer to what did we say? 2001
|
|
0:29:48
|
Release to switch.
|
|
0:29:51
|
Ok, so we're now down through here.
|
|
0:29:54
|
Professional sales if we go to system call handlers
|
|
0:29:58
|
professional sales is going to have us, edit transfer
|
|
0:30:04
|
alternate's enabled.
|
|
0:30:07
|
We're going to send to I don't know. Wherever
|
|
0:30:11
|
it doesn't matter. Let's say 1001 as well
|
|
0:30:13
|
which is consumer sales.
|
|
0:30:17
|
And then if we go back to professional support
|
|
0:30:23
|
professional support
|
|
0:30:25
|
does have a greeting.
|
|
0:30:28
|
Has the alternate greeting.
|
|
0:30:30
|
We record the actual alternate greeting.
|
|
0:30:33
|
Caller input says if they press 1
|
|
0:30:37
|
it goes to -- actually they have
|
|
0:30:41
|
to -- sorry, they don't press 1 or 2 or anything
|
|
0:30:44
|
they have to enter the product ID. I put 1 and 2 there.
|
|
0:30:49
|
But they have to enter the product ID and actually
|
|
0:30:51
|
pressing 555
|
|
0:31:01
|
or 755
|
|
0:31:04
|
is what will actually take them over there.
|
|
0:31:07
|
So we don't have any caller input.
|
|
0:31:10
|
The only caller input is that we're waiting for additional
|
|
0:31:12
|
digits and they have to dial 555 or 755
|
|
0:31:16
|
essentially know the extension or the product ID in order to
|
|
0:31:19
|
get to these system call handlers and then these
|
|
0:31:22
|
would transfer out somewhere else.
|
|
0:31:27
|
Ok, so we're pretty much done with our auto attendant
|
|
0:31:30
|
tree. Let's go ahead and test it.
|
|
0:31:37
|
Now remember we didn't record custom greetings for anything
|
|
0:31:39
|
except for the opening greeting so that's the only one we'll hear
|
|
0:31:43
|
that faint bad recording for. All the others will just basically
|
|
0:31:46
|
test the functionality
|
|
0:31:50
|
and expect -- and/or expect to get to the transfer or
|
|
0:31:54
|
the greeting for that particular entity.
|
|
0:31:59
|
All right, so let's bring up some phones. I don't think we used Branch 2 for anything
|
|
0:32:03
|
with this.
|
|
0:32:11
|
Ok, so I've got 2001 and 1001 at least.
|
|
0:32:17
|
So I'm going to actually just dial in from the PSTN phone.
|
|
0:32:24
|
And what's the actual opening greeting?
|
|
0:32:28
|
System call handler extension.
|
|
0:32:31
|
It's nothing and we don't really have a way to get into
|
|
0:32:35
|
Unity Connection in general, so we need to create something
|
|
0:32:38
|
back in CUCM, some sort of way that callers
|
|
0:32:45
|
will get there, so let's create let's say a translation pattern
|
|
0:32:50
|
Yeah, translation pattern is fine.
|
|
0:32:54
|
Let's just create a translation pattern that is let's say
|
|
0:33:00
|
1 -- actually let's say
|
|
0:33:04
|
1 or 2
|
|
0:33:06
|
000
|
|
0:33:08
|
in the none partition
|
|
0:33:11
|
and the calling search space is I don't know, US phones
|
|
0:33:16
|
and the called party is 1850 I believe is what we used for
|
|
0:33:24
|
our pilot point.
|
|
0:33:28
|
So we're just basically saying if anyone calls 1000 or 2000
|
|
0:33:33
|
which the inbound gateways from the PSTN are truncating
|
|
0:33:38
|
to the four most significant digits.
|
|
0:33:41
|
If they call either of those DIDs, we will translate that
|
|
0:33:45
|
number to 1850 and they'll be basically routed
|
|
0:33:48
|
not forwarded, a translation pattern is not a forward,
|
|
0:33:51
|
but transparently routed to Voice mail
|
|
0:33:54
|
and unless their caller ID matches with a extension
|
|
0:33:57
|
or alternate extension to attempt sign in, then
|
|
0:34:01
|
they will automatically go to the opening greeting.
|
|
0:34:08
|
Ok, so I'm going to call let's say 2065011000
|
|
0:34:27
|
So let's just try consumer sales.
|
|
0:34:39
|
Ok, well we got 'wait while I transfer your call'
|
|
0:34:43
|
and it's taking a little while but the call is coming in from the PSTN phone
|
|
0:34:49
|
on 1001
|
|
0:34:53
|
So we go live on the call and the auto attendant worked.
|
|
0:34:57
|
We pressed 1, it took me to the consumer sales system
|
|
0:35:01
|
call handler to the attempt transfer
|
|
0:35:03
|
and attempt transfer transferred to 1001
|
|
0:35:07
|
So what if we pressed 2, will we get two other greetings
|
|
0:35:11
|
one consumer widget support and one for consumer wodgets.
|
|
0:35:14
|
Let's try the call again
|
|
0:35:16
|
from the PSTN phone.
|
|
0:35:22
|
So we'll press 2
|
|
0:35:31
|
Now we didn't do anything for consumer support. We didn't
|
|
0:35:34
|
actually go and -- well, did we tell it to transfer?
|
|
0:35:37
|
Let's see.
|
|
0:35:42
|
Consumer support.
|
|
0:35:47
|
Transfer rules. I thought we did.
|
|
0:35:52
|
Alternate.
|
|
0:35:54
|
We certainly didn't there.
|
|
0:35:56
|
Did I in the standard?
|
|
0:36:00
|
No.
|
|
0:36:02
|
So we missed one.
|
|
0:36:05
|
No problem.
|
|
0:36:06
|
We wanted it to go to 1002
|
|
0:36:12
|
Ok, so let's try this call in from the PSTN again.
|
|
0:36:20
|
Press 2
|
|
0:36:33
|
No. Ok,
|
|
0:36:33
|
so let's go back and check our system call handler for
|
|
0:36:37
|
opening greeting.
|
|
0:36:41
|
And specifically the caller input for option 2
|
|
0:36:46
|
and we sent it directly to the greetings for consumer support.
|
|
0:36:49
|
Oh, you know what that was because we wanted it to
|
|
0:36:54
|
we wanted them to have the option to press 1 or 2
|
|
0:36:57
|
That's right, so the greeting that's the default greeting
|
|
0:37:01
|
right now 'Sorry, consumer support isn't available'
|
|
0:37:03
|
we would have replaced with 'Press 1 or press 2'
|
|
0:37:05
|
so let's do that and know that we need to press 1 or press 2
|
|
0:37:08
|
and just press 1 or press 2
|
|
0:37:12
|
So dial back into the main opening greeting.
|
|
0:37:16
|
Press 2
|
|
0:37:20
|
and now we'll press 1
|
|
0:37:28
|
so now I pressed 1
|
|
0:37:30
|
and it should be transferring to 1002
|
|
0:37:34
|
and it takes a second or two for this to accomplish.
|
|
0:37:37
|
And although I don't have 1002 brought up as a
|
|
0:37:40
|
remote controlled phone at the moment, that is the
|
|
0:37:42
|
phone that's ringing.
|
|
0:37:43
|
Let's try it again and press 2 this second time,
|
|
0:37:46
|
so the first time we'll press 2
|
|
0:37:50
|
here
|
|
0:37:52
|
and then the second for consumer support
|
|
0:37:57
|
we'll press 2 as well.
|
|
0:38:02
|
And this should forward to I believe Benjamin Linus.
|
|
0:38:14
|
And there it is.
|
|
0:38:16
|
The call's ringing in.
|
|
0:38:19
|
So it looks like everything works so far.
|
|
0:38:21
|
We could go ahead and test 3, I'm not going to.
|
|
0:38:24
|
I'll just go ahead and test option 4
|
|
0:38:27
|
so that we can then try one of these two.
|
|
0:38:30
|
So let's go ahead and dial in one more time.
|
|
0:38:35
|
And at the first prompt we'll press 4
|
|
0:38:43
|
and now I'll dial 555
|
|
0:38:51
|
and now we reached pro widget support.
|
|
0:38:53
|
What if I dialed 755?
|
|
0:39:00
|
So dialing 755 even from within pro widgets actually
|
|
0:39:04
|
I could dial it from anywhere in the system, so that's kind of
|
|
0:39:07
|
a shortcut for my professional users is they don't really have to
|
|
0:39:11
|
press 4 and then enter that. They could enter 555 or 755
|
|
0:39:16
|
at any time
|
|
0:39:18
|
as long as it's within the 1.5 millisecond interdigit timeout
|
|
0:39:24
|
or if I increased that.
|
|
0:39:27
|
Ok, so hopefully this has been helpful in understanding
|
|
0:39:30
|
how to create auto attendance and what we would be faced with
|
|
0:39:34
|
doing if that was what we were instructed to do was
|
|
0:39:38
|
create a sort of an auto attendant and again,
|
|
0:39:40
|
they would probably have you create something small.
|
|
0:39:44
|
But they might mix -- throw in the mix one does a attempt transfer
|
|
0:39:50
|
and one does a greeting and maybe there's another sub
|
|
0:39:55
|
caller input under that, sub DTMF digit where then it does
|
|
0:39:58
|
attempt transfer something like that.
|
|
0:40:04
|
Ok, so that's a little bit about system call handlers.
|
|
0:40:07
|
Obviously we don't have quite as many options here. If we
|
|
0:40:11
|
did take a message with a system call handler,
|
|
0:40:16
|
and we can take messages, we just have to send that
|
|
0:40:19
|
message to either a user on the system or to a
|
|
0:40:24
|
distribution list.
|
|
0:40:26
|
Here are our distribution lists.
|
|
0:40:32
|
So for our distribution lists we could create one
|
|
0:40:35
|
or we could use any that already exist.
|
|
0:40:38
|
We could create one called Ben Jack
|
|
0:40:45
|
who was the other person? Let's see Ben, Jack and Hugo.
|
|
0:40:51
|
Actually that's the -- yeah, that would be the alias, that's fine.
|
|
0:40:57
|
Save.
|
|
0:41:00
|
Do we want to allow contacts?
|
|
0:41:04
|
Edit, who are the distribution list members?
|
|
0:41:08
|
Let's just do a find.
|
|
0:41:13
|
Oh, sorry this is find within the distribution
|
|
0:41:15
|
list that already exists, so if I have a rather large one
|
|
0:41:19
|
and I can add the user Ben, Hugo and Jack.
|
|
0:41:22
|
Add selected.
|
|
0:41:25
|
Close and now these appear.
|
|
0:41:29
|
And so if I am back at system call handler and
|
|
0:41:34
|
let's say -- I don't know, consumer support isn't available.
|
|
0:41:38
|
And we actually have a closed greeting just in case
|
|
0:41:42
|
they're not available for instance.
|
|
0:41:44
|
Then the message that could be taken, so greetings
|
|
0:41:48
|
would say a closed greeting was enabled.
|
|
0:41:50
|
Let's just do that real quick.
|
|
0:41:52
|
Closed greeting
|
|
0:41:54
|
and the closed greeting played a message saying
|
|
0:41:56
|
we're so sorry that we're closed. After greeting call
|
|
0:42:00
|
action is take a message. We go up to message settings.
|
|
0:42:05
|
We take the message and we send it to the distribution
|
|
0:42:08
|
list of Ben, Jack and Hugo.
|
|
0:42:13
|
And then we send to the call handler a goodbye
|
|
0:42:17
|
or we could simply hand up. The reason that it sends to the
|
|
0:42:20
|
call handler of goodbye by default is that the system
|
|
0:42:23
|
call handler for goodbye has a greeting, the standard
|
|
0:42:32
|
greeting, the personal greeting is 'goodbye'
|
|
0:42:37
|
So instead of simply hanging up on someone, it plays a
|
|
0:42:41
|
greeting called 'goodbye'
|
|
0:42:44
|
and then it hands up, so it's just a politer way
|
|
0:42:47
|
but it's just using another entity in the system, a
|
|
0:42:51
|
system called handler in order to accomplish that functionality.
|
|
0:42:56
|
If during my initial opening greeting, I had said press 9
|
|
0:43:01
|
to hear a directory.
|
|
0:43:06
|
Then I would do a caller input for DTMF 9
|
|
0:43:08
|
and I would send it to a directory handler.
|
|
0:43:13
|
I could use the system or create my own.
|
|
0:43:16
|
It doesn't matter what the extension is because
|
|
0:43:18
|
I would have pointed it directly to a directory
|
|
0:43:20
|
handler. I can make it voice enabled, I can
|
|
0:43:24
|
let them have their ability to search
|
|
0:43:29
|
based on the entire server, based on users with a certain
|
|
0:43:32
|
class of service, based on users with a certain public
|
|
0:43:34
|
distribution list or only in a search space
|
|
0:43:38
|
based on last name, then first name.
|
|
0:43:41
|
First name then last name.
|
|
0:43:43
|
All of this information I can choose and maximum number of
|
|
0:43:48
|
names to match and playback as possible results.
|
|
0:43:51
|
Maybe I only want it to playback four at a time
|
|
0:43:54
|
or maybe I want it to be ten.
|
|
0:43:57
|
But I can use all of these different things and create
|
|
0:44:00
|
multiple different directory handlers to compartmentalize
|
|
0:44:04
|
up maybe different directories, a directory for sales, a directory
|
|
0:44:08
|
for support. At some point, Voice mail and IVR systems
|
|
0:44:12
|
become very burdensome and cumbersome for the
|
|
0:44:15
|
calling party, but that's not really the point.
|
|
0:44:17
|
That's real world implementation design and consulting.
|
|
0:44:21
|
In the lab, all we're concerned with is what were we told
|
|
0:44:25
|
to do and how can I accomplish it.
|
|
0:44:28
|
So we can do all these different things for directory handlers.
|
|
0:44:30
|
And I would go to the system call handler
|
|
0:44:33
|
for opening greeting, go to caller input
|
|
0:44:39
|
go to DTMF 9
|
|
0:44:42
|
and say send to the directory handler, save.
|
|
0:44:46
|
So now if I look at caller input, options 1, 2, 3, and 4 send me
|
|
0:44:50
|
those places, option 9 or DTMF 9 is locked.
|
|
0:44:57
|
Actually let's go back and see -- with it being locked,
|
|
0:45:01
|
it doesn't mean that we ignore the input of 9
|
|
0:45:06
|
it just means we ignore additional input.
|
|
0:45:09
|
So essentially what this means is that even though
|
|
0:45:13
|
1, 2, 3, and 4 go somewhere, because we wait 15 hundred
|
|
0:45:19
|
milliseconds for additional digits, if someone dialed
|
|
0:45:21
|
1001, it would -- as long as they dialed it within
|
|
0:45:26
|
each digit within the 15 hundred or 1.5 millisecond
|
|
0:45:31
|
interdigit timeout, it would still go there.
|
|
0:45:32
|
If had an extension of 9 thousand or even the ability to call out of the
|
|
0:45:38
|
system with 9 which by default our out dial
|
|
0:45:42
|
and transfer rules are going to block anyhow, but if
|
|
0:45:45
|
they didn't block that, we changed those
|
|
0:45:48
|
then we could lock it by locking additional input
|
|
0:45:53
|
users could still dial 9, but they wouldn't be able to
|
|
0:45:55
|
dial anything additional.
|
|
0:46:02
|
We've got a lot of different features here.
|
|
0:46:04
|
There's things called custom keypad mappings
|
|
0:46:08
|
where I can choose a given custom keypad
|
|
0:46:11
|
mapping and I can essentially say that by default from the main
|
|
0:46:19
|
menu, 1 is to hear new messages.
|
|
0:46:22
|
Maybe I'm inside of a message and I can always press 3 to
|
|
0:46:26
|
delete, but maybe I want it to look or feel like an octel
|
|
0:46:31
|
Voice mail system and so I'm told to -- I believe octel
|
|
0:46:34
|
was 7 for delete, so I can -- first of all, I'd probably
|
|
0:46:38
|
create a custom one, I probably wouldn't modify
|
|
0:46:40
|
this original one and then I would save that and then I would call that
|
|
0:46:48
|
from what's called a conversation.
|
|
0:46:51
|
Ok, if you actually go back and take a look
|
|
0:46:54
|
at these say that they are conversations and the
|
|
0:46:58
|
conversation name is custom keypad mapping 1, 2 and 3
|
|
0:47:05
|
So then maybe when I'm in a user let's say BLinus
|
|
0:47:21
|
Let's say is it in
|
|
0:47:27
|
let's see is it phone menu?
|
|
0:47:31
|
There we go. The touch tone conversation
|
|
0:47:33
|
is the classic conversation, but I can change it to the
|
|
0:47:36
|
custom keypad mapping 1, 2 or 3 or something else
|
|
0:47:39
|
that I had created.
|
|
0:47:42
|
Ok, so there's a lot of different things I can do
|
|
0:47:46
|
in terms of changing the functionality of what is
|
|
0:47:49
|
delete. Now it would play that to the user,
|
|
0:47:53
|
it would say, 'For delete, press 7' it's not just going to change
|
|
0:47:56
|
the mapping without telling them, that's part of the
|
|
0:47:59
|
appropriately named conversation.
|
|
0:48:02
|
So this is not just when I was down here under
|
|
0:48:05
|
custom keypad mapping
|
|
0:48:08
|
and I was under keypad mapping 1 specifically while
|
|
0:48:12
|
I was inside of the message body, so listening to the
|
|
0:48:17
|
message. It doesn't just change delete to 7
|
|
0:48:21
|
but it actually -- this is part of the conversation, this is
|
|
0:48:24
|
what it is telling them, so assuming that I voice it in help
|
|
0:48:30
|
so option voiced in help, so at the end if I haven't
|
|
0:48:34
|
pressed anything during the message body being played
|
|
0:48:38
|
at the end it's going to say for -- 'To delete, press 3'
|
|
0:48:45
|
'To skip to a new message press 1'
|
|
0:48:48
|
'To mark the message saved, press 2 etc.'
|
|
0:48:55
|
I also have other things -- I could choose not to
|
|
0:48:58
|
have an option voiced in help, I can create custom things
|
|
0:49:03
|
like hash, hash or skip message save as is.
|
|
0:49:07
|
There's a lot of functionality here. You can clearly see. Here's the
|
|
0:49:11
|
after message. This is actually when I typically hear...
|
|
0:49:16
|
this actually says option voiced in menu.
|
|
0:49:18
|
Message body said option voiced in help, so if I press
|
|
0:49:21
|
the key for help, then it will play these.
|
|
0:49:24
|
After messages when the custom -- when I would delete.
|
|
0:49:28
|
But a lot of times I want to press 7 to delete in the middle
|
|
0:49:31
|
of the message, so there are a lot of options here. You can
|
|
0:49:35
|
clearly see that I have so much functionality
|
|
0:49:39
|
that it would be virtually impossible aside from
|
|
0:49:44
|
reading to you the entire administration guide or
|
|
0:49:47
|
walking you through the entire administration guide
|
|
0:49:49
|
which for Unity Connection goes over every single one of
|
|
0:49:54
|
these settings and of course help for this page is that
|
|
0:50:00
|
Unity Connection administration guide or interface reference.
|
|
0:50:06
|
And it will tell you what every single thing will do
|
|
0:50:08
|
if you're in the lab and you can't remember something
|
|
0:50:11
|
you might want to -- not necessarily go -- well actually
|
|
0:50:14
|
you could go here. It's a nice thing is that you have the ability
|
|
0:50:16
|
to search here inside here and look at the interface
|
|
0:50:20
|
reference guide, the system administration guide and you
|
|
0:50:23
|
can search through all available books. This is actually maybe
|
|
0:50:27
|
even more useful than going to the website, the documentation
|
|
0:50:31
|
website, because the documentation website will let you look at each of these
|
|
0:50:34
|
and look at each of these as PDFs and you can do a
|
|
0:50:38
|
control F in each one of them, but here -- and this is on the
|
|
0:50:43
|
server itself. The help or all of these admin books are
|
|
0:50:46
|
on the server itself and they are specific to -- already
|
|
0:50:50
|
specific to the version that you're using versus trying
|
|
0:50:53
|
to have to find is it version 9 or 8.5 or 8 or 7, is it 7.0.1,
|
|
0:51:00
|
7.0.0, does it matter which admin guide I look in?
|
|
0:51:03
|
This is already specific. It'll allow you to search through
|
|
0:51:06
|
everything and I could say
|
|
0:51:10
|
key mapping for instance.
|
|
0:51:13
|
And it will search through. And this is the same thing
|
|
0:51:16
|
on CUCM if I do help for this page
|
|
0:51:19
|
once it loads
|
|
0:51:23
|
if I do search, I have the administration guide,
|
|
0:51:28
|
system guide, features and services guide
|
|
0:51:30
|
where I find a lot of the URLs
|
|
0:51:34
|
and maybe I say mobile voice access
|
|
0:51:39
|
because I want to find the URL for mobile voice access.
|
|
0:51:45
|
So here we've got key mapping. Edit custom
|
|
0:51:48
|
keypad mapping also talks about phone menu
|
|
0:51:52
|
and user templates phone menu and it's going to tell me
|
|
0:51:55
|
everything that I could want to do
|
|
0:51:58
|
over here on CUCM, mobile voice access configuration
|
|
0:52:02
|
this is in the admin guide.
|
|
0:52:04
|
I might want to look at the features and services guide
|
|
0:52:07
|
because I might want to know about the service
|
|
0:52:09
|
parameter or what's the H.323 gateway configuration
|
|
0:52:15
|
which is actually where if I look at this
|
|
0:52:19
|
I will find not only how to do it, but what the
|
|
0:52:23
|
URL is for the VXML service.
|
|
0:52:26
|
Don't negate or belittle help for this page
|
|
0:52:30
|
and specifically the search because it's on server
|
|
0:52:37
|
and I guess one other thing don't negate that in you own
|
|
0:52:40
|
self-studies, but don't negate it in the real lab.
|
|
0:52:43
|
If you use this in your self-studies and you become
|
|
0:52:45
|
fast, one of the things to keep in mind is
|
|
0:52:48
|
that even if for some reason the actual...
|
|
0:52:54
|
the actual Cisco website, documentation website
|
|
0:52:57
|
I should say, was down maybe the content series switch
|
|
0:53:05
|
that blocks you from getting anywhere else
|
|
0:53:07
|
aside the document website just for the CCIE candidates
|
|
0:53:12
|
took a hit, took a meltdown and didn't work anymore
|
|
0:53:16
|
you still have access to all the documentation for
|
|
0:53:19
|
all the servers and the ability to search on it, so don't forget that.
|
|
0:53:24
|
But there's obviously so much that we can look at in here.
|
|
0:53:27
|
There are service parameters and enterprise parameters
|
|
0:53:30
|
I mentioned one of them earlier being the ability
|
|
0:53:34
|
to route calls or forward to a given mailbox
|
|
0:53:39
|
based on last redirecting number versus first redirecting number.
|
|
0:53:43
|
We have a question.
|
|
0:53:48
|
So the question is, "How many different auto attendant
|
|
0:53:50
|
applications can we configure on CUE and Unity Connection?"
|
|
0:53:56
|
For Unity Express in this version, we can configure
|
|
0:54:00
|
we could have multiple scripts, but we really can
|
|
0:54:03
|
only have one auto attendant application.
|
|
0:54:06
|
For Unity Connection, we can have as many as we want.
|
|
0:54:10
|
It's just system call handlers.
|
|
0:54:13
|
And so if I have a different system call handler for each
|
|
0:54:18
|
-- we showed the calls coming into Unity Connection and going
|
|
0:54:24
|
to the system call handler simply because we forwarded
|
|
0:54:27
|
them all from CUCM, basically anything that hit one
|
|
0:54:34
|
or two thousand series numbers
|
|
0:54:37
|
or not actually, the DNs of 1000 or 2000
|
|
0:54:44
|
They specifically just translated into the pilot point, but another
|
|
0:54:48
|
thing we could do is we could just create a generic DN
|
|
0:54:52
|
and let's say this DN is the DN of 1200
|
|
0:54:58
|
and that is another auto attendant that we want
|
|
0:55:03
|
to consider using. Let's say in the internal DN's
|
|
0:55:07
|
partition.
|
|
0:55:10
|
And it forwards all to 1850
|
|
0:55:13
|
The reason why we're using a DN -- actually, it forwards
|
|
0:55:17
|
all to Voice mail
|
|
0:55:19
|
which is 1850 with the CSS
|
|
0:55:21
|
and the reason we are using a DN is that a translation
|
|
0:55:24
|
pattern isn't a forward, it's just a transparent translation.
|
|
0:55:29
|
But here we're forwarding from the DN of 1200
|
|
0:55:32
|
that way in Unity Connection we can create a new system
|
|
0:55:37
|
call handler called auto attendant menu 2
|
|
0:55:42
|
and the extension is 1200
|
|
0:55:47
|
So now if I were to dial from any one of these
|
|
0:55:51
|
phones,
|
|
0:55:55
|
1200
|
|
0:56:02
|
If you could hear that if my mic picked it up
|
|
0:56:05
|
it said sorry, AA menu 2 is not available.
|
|
0:56:08
|
So it took and it forwarded from the DN of 1200
|
|
0:56:13
|
to Voice mail. Unity Connection saw it as a forward and it
|
|
0:56:17
|
tried to match an extension for that forward.
|
|
0:56:20
|
It found one, the extension was 1200
|
|
0:56:24
|
and it did a text to speech to read AA menu 2 is kind of how it sounded
|
|
0:56:29
|
a little robotic.
|
|
0:56:30
|
But we can create as many auto attendants as we want
|
|
0:56:32
|
as many as we can create -- so thousands and thousands
|
|
0:56:36
|
on Unity Connection.
|
|
0:56:38
|
Any other questions on Unity Connection?
|
|
0:56:42
|
You know another thing that we could look at just
|
|
0:56:44
|
real quick, I mentioned we would is modifying
|
|
0:56:48
|
one of these call routing rules.
|
|
0:56:52
|
So let's say -- let's not give the extension of 1200 here
|
|
0:56:56
|
let's save this so we still have AA menu 2
|
|
0:56:59
|
but it doesn't have the extension, so we'll try to
|
|
0:57:02
|
dial in again here real quick.
|
|
0:57:04
|
This time I'll use this because the mic is -- the speaker is
|
|
0:57:07
|
a little closer.
|
|
0:57:15
|
Ok, so we got the opening greeting and that custom
|
|
0:57:18
|
greeting that I had recorded. Why didn't we get the
|
|
0:57:23
|
AA greeting or AA menu 2? Because I took off the extension.
|
|
0:57:27
|
So it tried to match something, but it couldn't.
|
|
0:57:29
|
So now we're going to create a forwarded routing rule. It still used
|
|
0:57:33
|
the same directory number forward here. It was just that
|
|
0:57:35
|
1200 didn't match anything any longer.
|
|
0:57:38
|
So now we're going to say let's create a new
|
|
0:57:42
|
forward called AA menu 2
|
|
0:57:46
|
and this is probably not how we would do this.
|
|
0:57:49
|
We would probably typically do this by the way that we're showing
|
|
0:57:53
|
or the way that we had originally showed with the extension
|
|
0:57:56
|
of 1200 for that second system call handler.
|
|
0:58:04
|
But we're going to create this call forward routing
|
|
0:58:06
|
rule and we're going to say that we ultimately
|
|
0:58:09
|
want it to get to the call handler of AA menu 2
|
|
0:58:15
|
and we want to go directly to the greeting.
|
|
0:58:19
|
Ok,
|
|
0:58:20
|
but we have to create some conditions defined
|
|
0:58:24
|
for the rule, so if we don't all calls will be matched it says.
|
|
0:58:28
|
So the conditions are if the forwarding number
|
|
0:58:35
|
equals 1200
|
|
0:58:40
|
So if the forwarding station and we'll go back to edit the
|
|
0:58:43
|
actual routing rule. If the forwarding station equals
|
|
0:58:46
|
1200, then send it to the AA menu.
|
|
0:58:50
|
So let's save this and let's test it.
|
|
0:59:01
|
Ok, so you could hear the text to speech reading
|
|
0:59:03
|
saying that AA menu 2 is not available
|
|
0:59:06
|
that's because of this call forward routing rule, so if
|
|
0:59:08
|
I look at forward routing rules, this one's on top.
|
|
0:59:12
|
And I can change the order. I can say that this one should be
|
|
0:59:17
|
underneath attempt forward.
|
|
0:59:19
|
In this case, it doesn't really matter where I put it.
|
|
0:59:22
|
Well actually it would matter if I put it below opening greeting
|
|
0:59:25
|
but that one's always the bottom.
|
|
0:59:26
|
It's not going to let me because it's basically the
|
|
0:59:29
|
catch-all net that says if it didn't match anything else
|
|
0:59:31
|
it should go to opening greeting.
|
|
0:59:35
|
But I just mean that it doesn't matter whether I put it above
|
|
0:59:37
|
or below attempt forward.
|
|
0:59:41
|
Ok, so these are the ways that we can use direct -- first of all, we just need to know
|
|
0:59:44
|
is the call being forwarded or is it just going direct
|
|
0:59:49
|
and then we can create rules within those rule sets
|
|
0:59:51
|
to determine what happens to our calls.
|
